Amazon Lab126 is an inventive research and development company that designs and engineers high-profile consumer electronics. Lab126 began in 2004 as a subsidiary of Amazon.com, Inc., originally creating the best-selling Kindle family of products. Since then, we have produced ground-breaking devices like Fire tablets, Fire TV and Amazon Echo. What will you help us create?

We are seeking a senior leader for our Hardware Service Engineering team who will be responsible for defining the customer facing and internal strategy for the warranty and returns services of a new complex product. In addition to creating the overall service strategy, the NPI Eng Program Manager owns development of technical processes for dis-assembly, assembly, spare parts reclamation, and development of tooling solutions to facilitate service operations.

This includes defining, developing, deploying and sustaining hardware screening operations and repair/refurbishment processes globally to support Amazon Digital Device products. The engineer will be expected to use program management experience to share the overall strategy, gain cross-functional support, and hold stakeholders accountable to the overall Reverse Logistics NPI strategy.

Key job responsibilities
In this role, you will:

1. Lead detailed technical reviews and assessments of hardware designs at different product development phases, and drive design-for-serviceability (DFS) decisions during product concept and architecture phases that ensure component accessibility, modular assembly, and repair-friendly layouts to optimize serviceability outcomes.
2. Own defining and institutionalizing the DFS review process and scoring methodology across product teams, with mechanisms to track adoption, measure impact on repair cost, and drive accountability across hardware engineering stakeholders.
3. Provide actionable, engineering-driven feedback on hardware design features during product development with a focus on design-for-serviceability (DFS).
4. Own the repair service cost-model, making appropriate trade-offs to optimize cost and quality
5. Own defining customer return screening and repair strategy for warranty and remorse returns
6. Design and develop customer return screening and repair processes that optimize cost and product recovery
7. Apply Design of Experiment (DOE) methods to design and launch repeatable and reliable repair processes
8. Own defining and delivering key end customer facing outputs including customer facing repair documentation, repair service offerings, and spare parts offerings.
9. Partner with suppliers and manufacturers to validate that tooling, test fixtures, and service solutions align with product support requirements, warranty cost targets, and product launch schedules.
10. Develop programs to reduce the need for new spare parts through refurbishment of previous used parts and for improvements on warranty costs
11. Drive a continuous improvement roadmap for repair operations, leveraging data analytics, automation, and lean methodologies to reduce complexity, improve efficiency, and lower cost-per-unit with measurable business outcomes.
12. Develop repair processes for continued improvements on efficiency and reduced complexity in the operations
13. Travel Required up to 20% (Domestic and International)

A day in the life
As the overall owner of the NPI process within Reverse Logistics, on a daily basis, you will work with a broad cross-functional team responsible for launching some of our most complex products. Your day will likely begin with updates from the European and Asian stakeholders for product launch. Then you will focus on documenting the plan of record for service and repair, with special focus on identifying serviceability improvement opportunities to reduce overall service costs. Using your knowledge of repair processes you will submit requests for design changes to product design. To end your day you will work with product management, customer service, and SW tech teams to scope new customer facing service offerings required for the new Amazon product.

About the team
Amazon Devices Reverse Logistics owns global warranty and services for all Amazon Device products. The Reverse Supply Chain vision is to power the circular economy by giving consumer electronic products another chance to be loved.

Basic qualifications

• Bachelor's degree
• 7+ years of product or program management, product marketing, business development or technology experience
• Experience with feature delivery and tradeoffs of a product
• Experience owning/driving roadmap strategy and definition
• Experience with end to end product delivery
• Experience contributing to engineering discussions around technology decisions and strategy related to a product
• Experience managing technical products or online services
• Experience in representing and advocating for a variety of critical customers and stakeholders during executive-level prioritization and planning

Preferred qualifications

• Experience in using analytical tools, such as Tableau, Qlikview, QuickSight
• Experience in building and driving adoption of new tools

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